Technology Services Guide Pro Support Membership

Transcription

1 Technology Services Guide Pro Support Membership 2012 Administrivia, Inc.

2 Pro Support Membership Membership Level Basic Premier Silver Gold Platinum Suggested Number of Users Support Desk (9-6 EST, M-F) 2hr/mo 3 hr/mo 4 hr/mo 5 hr/mo 6 hr/mo Response Time Priority Priority Priority Priority Priority Server Monitoring Daily Daily Daily Daily Daily Maintenance Included Included Included Included Included Web & DNS Hosting Included Included Included Included Included Domain Name Renewal Included Included Included Included Included 1-on-1 Training hr/mo 1 hr/mo Lunch n Learn /yr 2/yr On-Site Support - - 1/yr 1/yr 2/yr Monthly Fee $229 $329 $449 $749 $899 Annual Value $5, $6, $8, $9, $11, Annual Savings $2, $2, $2, $ $737.00

3 Premium Monthly Services Pro Support Member Benefits Microsoft Exchange Collaborative Services ( /Contacts/Calendars) Google Apps Collaborative Services ( /Contacts/Calendars) Mobile Device Management (with Collaborative Services) Vocalocity VoIP Business Phone Systems Managed, Secure Online Back-up with Unlimited Storage Windows PC (per device) $12/user/mo $6/user/mo Included $29/user/mo $10/machine/mo. $25/machine/mo.

4 Additional Work Pro Support Member Benefits Standard (Within 5 Business Days) On-Site Emergency (Within 24 Business Hours) New Mac Setup: Designer $399 $599 New Mac Setup: Non-Designer $299 $499 RAM/Memory Installation $49 $99 Data Recovery $99 $199 Mac OS Upgrade (10.5 to 10.7) $199 $299 Mac OS Upgrade (10.6 to 10.7) with Comprehensive Application Audit Remote $99 $199 Single Application Install or Upgrade $19 $49 Software Suite Install or Upgrade $49 $79 New Printer Setup $19 $39 New User Setup Included $149 User Termination Included $99 Setup VM for Running Windows on a Mac $99 $299 Theft Recovery $29/mac $49/mac Hosted Setup & Device Configuration Included $29

5 Pro Support Packages Support Desk With unlimited Support Desk you have access to our team of Apple Certified Engineers as often as you need. While we specialize in Apple products, we welcome questions of third-party software, purchasing, troubleshooting, the Internet, and more. You don t have to waste valuable time troubleshooting your own technology. Forget making multiple calls to several hardware and software vendors. Remove the need of wondering whether you re making the best purchasing decision. You call us, we take responsibility for resolving the issue, and you return to focusing on your job. Our Support Desk is available by phone or from 9:00am until 6:00pm EST, Monday - Friday. Support time is billed to the nearest 5 minute increments. Once your support desk hours are used in full, our normal hourly rate is billed at $100/hr and is billed in 15 minute increments. Response Time You ll always get a human being when you call, 24/7/365. Pro Support clients always receive a priority response, never more than 24 business hours. Server Monitoring Our state-of-the-art systems monitor yours, allowing us to proactively and predictively resolve problems before they have a chance to disrupt your normal flow of business. Maintenance New software updates are released every day. How do you know which updates and preventative maintenance routines are necessary and critical? When you re a Pro Support client, we take care of this so you can focus on tasks that drive your business forward. Never stay late, work the weekend, or disrupt your day applying updates. Worried about compatibility issues? You don t have to scour online forums. Our engineers maintain currency on the most critical applications and update compatibility to avoid downtime.

6 Pro Support Packages (Cont.) 1-on-1 Training Pro Support members who have 1-on-1 Training can enjoy monthly sessions on almost any topic. Our team of Apple Certified engineers hold more Apple Certifications than any consultant in Georgia and maintain currency in modern applications and workflows. 1-on-1 Trainings are 1 hour long and are conducted remotely. On-site Support Pro Support members with on-site support enjoy 2.5 hour visits that can be used for anything; including hardware maintenance, upgrades and those unfortunate events that can t be handled remotely. Lunch n Learn We have had great success in our own company by encouraging our employees to attend a monthly series of group training sessions conducted during lunch. Our trainers are available to visit your office for a one hour Lunch n Learn session on a variety of topics. We wish we could, but unfortunately lunch is not provided by Administrivia. Lunch n Learn s are 1.5 hours long and are conducted on-site. Hourly Billing For Pro Support Members, any Support Desk time is debited from account by five-minute increments and on-site visits are provided at a minimym of 2.5 hours of service.

7 Premium Monthly Services Mobile device management is included with collaborative services ( , contacts, calendars) whether it is Google Apps or Microsoft Exchange. Additional Work Pricing is per machine, operating system (OS), or software title and varies based on turnaround time. Clients have the option to have items either shipped directly to us or to your office. To qualify for Additional Work pricing, the following requirements must be met: The Mac must be covered under our Pro Support Agreement The Mac must be less than four (4) years old Free pre-purchase planning which ensures that we recommend or approve the additional work We may require the Mac to be on the same local network as a modern Mac OS X Server that we manage. iphones connected to a managed Mac are always supported at no additional charge. Support for noniphone, or iphones not synced to a managed Mac, are supported at the hourly rate.

8 Additional Work (Cont.) New Mac Setup: Designer Don t waste your valuable time with new machines. Our Apple certified engineers will professionally deploy and configure your system for use, including: Unbox, set up, configure, and inventory your new system Perform necessary registrations and verify AppleCare warranty status Configure and test network connections and printing Install and configure legally licensed third-party software Run all applicable software updates Prepare the machine for remote support Organize fonts according to office font management policy Configure machine for approved business backup system Test workstation for proper functionality New Mac Setup: Non-Designer Our new Mac setup for a non-designer is the same as for a designer. However, it excludes font management and installation or licensing transference of pre-existing design software. Data Recovery Response In the event of data loss, we can often remotely help restore your data from backup. For tougher cases our engineers will diagnose and attempt data recovery on misbehaving drives at a flat-rate. We will attempt to recover as much data as possible. Certain types of failures are beyond our capabilities and may negate full recovery or require a clean-room recovery vendor. In either event, we ll assist you in replacing defective hardware under our flat rate plus reimbursement of any required parts.

9 Additional Work (Cont.) Online Backup Services Think about how much time and money would be wasted if your critical business data were lost. Backup programs can be complicated to efficiently configure. Pro Support members will enjoy monitored and properly maintained backup systems. We will perform periodic audits and if a problem occurs, we will fix it. We also ensure critical files are getting the proper treatment. You will have peace-of-mind knowing your business data is safe. Setup Windows on a Mac If you have decided to run Windows on your Mac, one of our engineers will work with you remotely to install, patch, configure and test Parallels or VMWare Fusion virtualization software and your guest Windows OS. Setup includes training regarding proper, efficient use of this software. We will even make sure you can print and have appropriate software to help defend against Windows malware and virus infections. Ongoing support of Parallels and VMWare Fusion is always available through our normal support desk, however, all Windows support is billed hourly. Mac OS Upgrade (10.5 to 10.7/8 or 10.6 to 10.7/8) Upgrade from Mac OS X Leopard 10.5 to Mac OS X Lion Confirm backup exists prior to upgrade and test system after upgrade. Not applicable for remote upgrade unless a modern Mac running Mac OS X Server software is already installed on-site. Upgrading from Mac OS X Snow Leopard 10.6 to Mac OS X Lion 10.7/8 can be performed remotely. Single Application Install or Upgrade Software updates are included free-of-charge as part of a Pro Support package. However, new software or purchased upgrades are considered new service. Software installation covers one application. Software Suite Installation covers multiple applications in a suite (such as Adobe Creative Suite or Microsoft Office Suite). In both cases we will install, configure, update your software and provide ongoing support through our support desk. Software license fees are normally not included.

10 Additional Work (Cont.) New Printer Setup We support nearly any modern printer. Contact us before you purchase your next printer and we can assist you in choosing the printer that best fits your needs. New printer setup is priced per machine (for example, adding a new printer to five Macs at the Standard rate would be $100, or 5 x $20). Setup includes working directly with your print vendor before the sale and during the configuration to ensure everyone can print successfully. New User Setup Save money and time by contacting us early the next time you hire an employee (including part-time or freelancers). Setup includes modifying an existing managed workstation in preparation for the new user. We will provision the user for the server, all collaborative services ( , contacts, calendars), mobile device management and device configuration (iphone, ipad) and ensure your newbie s data is properly backed up. We also provide basic training on the company s business environment and how to work with us when they need support. User Termination When users leave your company there are several things that need to happen to maintain order and security. We will redirect or delete accounts, archive local user accounts, change passwords for server and remote access, and do what it takes in order for your office to remain secure. Theft Recovery Never again fear the unexpected loss of your devices! Administrivia has successfully recovered many stolen Macs. This advanced technology requires thoughtful planning and careful configuration on each Mac to protect it from being wiped and install an agent that will aid recovery attempts. We will work with you to asses your risk and implement appropriate measures commensurate with your security concerns. We are able and use detailed network information for amazing accuracy in pinpointing the location of your stolen Mac. We can take screen shots while its being used including pictures of the thief courtesy of the built-in camera. Report stolen devices to us immediately and we begin working on your behalf. We even collaborate with local authorities when warrants are required for recovery attempts.

11 Terms Duration The minimum contract for a Pro Support Membership is 4 months. At the end of the initial contract, either Administrivia or customer may elect to cancel at any time with 30 days written notice. Fees Monthly membership fees will be charged to the customer s account via ACH or credit card on the 1st day of each month for the current month s services (ex: January 1st for January membership). Agreement Customer Information Legal Company Name: Street Address: City, State & Zip: Billing Address: Customer Representative Information Name: Phone Number: Additional Phone Number: Fax Number: Administrivia proposes the preceding services to (hereinafter Customer ) for the level Pro Support Membership. Once executed by the customer, this proposal becomes a service order and is subject to the Master Terms and Conditions, Acceptable Use Policy and Web Hosting Service Level Agreement located at This proposal, service order, the Master Terms and Conditions, Acceptable Use Policy and the Service Level Agreement shall be known collectively as the Agreement and shall determine the obligations of the parties. Customer acknowledges they read and understood the terms and conditions of the Agreement. IN WITNESS WHEREOF, this Pro Support Membership has been executed and delivered, as of the day of, 201, by the Customer s duly authorized officer. Customer Title Date (MM/DD/YYYY)